Frequently asked questions

Can I contact you by email for help or information?

Every situation that is brought to our attention merits a detailed evaluation. Since we offer a helpline service, we invite you to contact us by phone at 1-888-489-2287. By talking to you, we can make sure we understand the situation and can recommend courses of action or possible solutions.

What happens if I leave a message on your voicemail?

If all of our practitioners are busy, or if you call outside our hours of operation, you’ll be invited to leave a message on our voicemail. Rest assured that we treat all information with the utmost confidentiality. Feel safe to leave us a detailed message, making sure to give us your contact information, and let us know whether we can leave a message on your voicemail. We will try to call you back within 24 to 48 hours.

When people contact you, do you open a file?

The Aide Abus Aînés helpline is a confidential service and it is our duty to protect the privacy and personal information of callers. All information gathered during calls is noted down in summarized form and remains confidential.

Do you investigate when a caller alerts you to a situation of mistreatment?

We offer evaluation services specifically geared toward older adult mistreatment. Our role is also to listen and to provide information, support and referrals. It is not within our mandate to investigate situations of mistreatment. However, we can direct you toward organizations that do have this mandate, depending on your needs and the situation.

Can I call you if I think I’m a victim of fraud?

There are more and more media reports on fraud cases involving older adults. It is an increasingly prevalent problem, particularly online. Feel free to call us if you believe you are a victim of fraud. Our practitioners can refer you to the appropriate resources or provide support if you are experiencing difficulties. Fraud can have a negative impact on a person’s physical and psychological well-being.